Feature Comparison

Help Desk ITSM EnterpriseITSMHelp Desk Capabilities

Ticket Management

Email to Ticket

Fully Customizable User Interface

Escalation Rules

Routing Rules

Granular Permission Control

Customizable Survey

Multiple Survey Questions

Remote Control Directly from the Ticket

Announcements

Reports

Report Scheduler

Customized Reports

Define supervisors

Permissions Control on Administrator Level

Advanced Permissions Control on Administrator Level

Permissions Per Groups

Complete Service Record History

Self-Service Portal (End-User Portal)

(F11) Hotkey for Submitting Service Records

End-User Screenshots Attached to Service Records

Partial

Partial

Included in Manager Dashboard

Included in Manager Dashboard

Included in Manager Dashboard

Included in Manager Dashboard

Included in Manager Dashboard

Included in Manager Dashboard

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Help Desk ITSM EnterpriseITSMHelp Desk Capabilities (continued)

Knowledge Base

ITIL Package

Incident Management

Request Fulfillment

Problem Management

Change Management

SLA/SLM

CMDB

Automation

Automatic Routing Rules

Automatic Escalation Rules

Automatic Due Dates

Automatic Prioritization

Dynamic Timers & Operating Hours

Dynamic Forms (Category-Driven Templates)

Quick List - Service Records Including Pre-Filled Data

Customization

Customizable Logo

Customizable Notifications

HTML Customization

Custom/Special Projects

Customize Embedded Submission Form

Unlimited Custom Fields

Partial

Optional

Partial

Partial

Optional

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Help Desk ITSM EnterpriseITSMHelp Desk Capabilities (continued)

Help Desk ITSM EnterpriseITSMAsset Management Capabilities

Customizable Lists (views, filters, columns)

Customizable Forms (tabs, fields)

Customizable Self-Service Portal

Web Forms

Customized Monitoring Configurations

Mandatory Field Per Status

Unlimited Custom Tabs

Multilanguage Support

Partial

English + 1 language

Asset Inventory (HW/SW)

Automatically Detect Desktops, Laptops, and Servers

Hardware and Software Detection - Including Changes

Asset Service History

Suppliers Catalog

Hardware Catalog

Software License Management

Printers, Routers, and Other Device Support through SNMP

Complete History Record

Extract Customized Registry Values

Import Assets from CSV Files

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Help Desk ITSM EnterpriseITSMAsset Management Capabilities (continued)

Help Desk ITSM EnterpriseITSMAnalytical Capabilities

Network Discovery

Agentless Network Discovery

SysAid Agent

Remote Control

Additional Remote Control Channels

SysAid MDM (Mobile Device Management)

Monitoring (Servers & Network Monitoring)

CMDB

Patch Management

1 Channel 1 Channel

Optional Optional

1 Channel

Optional

Optional

Optional

Optional Optional

Optional Optional Optional

Optional Optional OptionalManager Dashboard

Reports

IT Benchmark

Matrix

Admin Portal

SLA/SLM

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Help Desk ITSM EnterpriseITSMTools

Help Desk ITSM EnterpriseITSMAdministration

Optional Optional Optional

Optional Optional Optional

1 Channel 1 Channel 1 Channel

Optional Optional Optional

3 3 3

Optional Optional Optional

Optional Optional Optional

Unlimited Unlimited Unlimited

English + 1 Language Unlimited Unlimited

Cloud {SaaS}On-Premise

Cloud {SaaS}On-Premise

Cloud {SaaS}On-Premise

120 250 250

Projects and Tasks

Password Reset (SSPR)

Live Chat

Calendar

SysAid Remote Desktop

Additional Remote Desktop Channels

Mobile Apps

iPhone

Android

BlackBerry

Windows Phone

Included Number of Administrators

Additional Administrators

Included Number of End Users

Included Number of Assets

Additional Assets

Languages

Multi-Company Support

SSL Support

Delivery Model

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Help Desk ITSM EnterpriseITSMSupport

Help Desk ITSM EnterpriseITSMSystem & Integration

Optional Optional

Optional Optional

Optional Optional

Optional

Limited to 2 Emails

Professional Services

Education

KickStart Course

Certification Program

Personal Account Manager

VIP Account Manager

Community Support

Phone Support

Email Support

Service Request Support

Live Chat Support

LDAP Integration (Active Directory)

API

Incoming Email Address Integration

Full Email Integration (Mail to Service Record)

SMS/Text Message Integration

Database Integration (Oracle, MySQL, MS SQL)

Web Server Integration

Single Sign-On (SSO)

Import from CSV File

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Audit Log

Secured Communication (SSL)

Multiple Sender Email Addresses

Create a Copy of Incoming Emails

Emails Documented Within the Service Record

IIS/Apache Web Server Integration

Server Platform (Windows/Unix/Linux/Mac)

Client/Agent Platform (Windows/Linux/Mac)

Event Log

Email Parsing

Help Desk ITSM EnterpriseITSMSystem & Integration (continued)

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